Your business is more than simply a stream of income, it’s your passion and a reflection of yourself. It’s personal and considering that 75% of small businesses are handled by one person on average, it’s extremely personal. As anything in this world, not everyone is going to like you or be happy with your service. We live in the internet age, word of mouth isn’t strictly confined to actual conversations its reviews and an online presence. The question becomes, how do you deal with negative reviews?
Don’t take it Personally! Easier said than done at times, but negative reviews is an opportunity what kind of business you are. Actions speak louder than words as they say, so as upset as you may be your response is an extension of the sort of business you are. How many times have we seen small businesses argue with their clients on Yelp, and 9 out of 10 times we all say, “they shouldn’t have said anything.” You need to respond to negative critiques, but do it in a polite and professional manner. However, upset or offended you feel your response will float around online for quite awhile visible to future clients. Take a breather and come back with an opportunity to fix whatever they felt was lacking. Also be sure to message them privately after your public response to follow up with your client. Take into the mind the statistic of for every compliant there’s 26 silent clients.
You may think well if ignore it, then no harm no foul? Nope, the fact of the matter customer retention is tricky. Statistically it costs over six times more to get new customers than it does to keep one current one. Remember bad news travels fast, Negative interactions with a business are spread to twice as many people as positive ones.
Take heart and know you aren’t the first nor the last to receive a negative review, it’s a chance to change for the better or at least show the world how you deal with critiques.